**Career Area:** Finance **Job Description:** **Your Work Shapes the World at Caterpillar Inc.** When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. **Role Definition** Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services. **Responsibilities** • Supporting portfolio health management and PBOC registration, extension, cancellation • Answering inbound and outbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate. • Identifying issues and determining appropriate course of action for effective resolution. • Analyzing quantitative and qualitative data for business results. • Understand prime product or component health or status, if action is needed, and required next steps. **Skill Descriptors** Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Level Basic Understanding: • Focuses activities on developing and maintaining positive customer relationships. • Discusses general differences between internally and externally focused organizations. • Cites the cost and benefits of good versus poor customer service. • Explains why customer satisfaction is important to successful product/service delivery. Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Level Basic Understanding: • Describes alternative data-gathering techniques and tools. • Documents basic data-gathering methodologies. • Identifies the purposes of data gathering and analysis. • Identifies key objectives in gathering and analyzing data. Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Level Working Knowledge: • Provides a quality of service that customers describe as excellent. • Resolves common customer problems. • Responds to unexpected customer requests with a sense of urgency and positive action. • Provides direct service to internal or external customers. • Documents customer complaints in a timely manner. Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Level Working Knowledge: • Delivers helpful feedback that focuses on behaviors without offending the recipient. • Listens to feedback without defensiveness and uses it for own communication effectiveness. • Makes oral presentations and writes reports needed for own work. • Avoids technical jargon when inappropriate. • Looks for and considers non-verbal cues from individuals and groups. Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Level Basic Understanding: • Explains the value of a disciplined approach to problem solving. • Describes problem reporting and escalation practices. • Utilizes accepted procedures for problem analysis and resolution. • Identifies key aspects of problem-solving techniques used in own area. **About Caterpillar** Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. **Posting Dates:** 一月 14, 2025 - 一月 28, 2025 Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .